AGENDA OVERVIEW

How to improve HCAHPS scores
Presented by: HealthLeaders
10:00 - 11:05 AM EST


About the Session:

This session will look at how to perform well on key Hospital Consumer Assessment of Healthcare Providers and Systems metrics. The focus of the conversation will be on the following metrics: communication with nurses; communication with doctors; responsiveness of hospital staff; communication about medications; discharge information, including help for the patient post-discharge and symptoms to look out for post-discharge; and care transition, including patient preferences after leaving the hospital and whether patients understand the purpose of their medications.

Panelists:
Ghazala Q Sharieff, MD, MBA, Corporate Senior Vice President, Hospital Operations and Chief Medical Officer, Scripps Health
Brooke Horne, Executive Director of Patient Experience, Providence
Chris Cheney (Moderator), Senior Clinical Editor, HealthLeaders


Pain points for outpatient surgery clinical experience and ways to address them
Presented by: HealthLeaders
11:10 - 12:10 PM EST

About the Session:

This session will look at how to perform well on key Consumer Assessment of Healthcare Providers and Systems metrics for hospital outpatient surgery departments and ambulatory surgery centers. The focus of the conversation will be the following metrics: preparation for surgery or procedures, check-in, and pre-operative processes, cleanliness of the surgery facility, responsiveness of the surgery facility staff, discharge from the facility, and preparation for recovering at home.

Panelists:

Jessie Monnier, Senior Director of Operations - Ambulatory Surgery Centers, Providence
Helene Feingold, Patient Experience Officer, AHN Anesthesia Institute
JP Garcia, Director of Patient Experience, Providence
Chris Cheney (Moderator), Senior Clinical Editor, HealthLeaders


Enhancing the non-surgical outpatient clinical experience
Presented by: HealthLeaders
12:15 - 1:15 PM EST


About the Session:

This session will look at key aspects of the clinical experience in the non-surgical outpatient setting such as primary care and specialty practices. The focal points of the conversation will include the following: communication with the patient, including scheduling and follow-up communication; telehealth experience; physician-patient relationship; management of chronic illness; the patient encounter, including registration, rooming, and the healthcare provider encounter with physicians and advanced care providers; and patient engagement after a clinical encounter.

Panelists:

Laura Pickett, VP and Chief Patient and Family Engagement Officer, IU Health
Debbie Burnett, Assistant Vice President of Clinical Operations, Scripps Health
Chris Cheney (Moderator), Senior Clinical Editor, HealthLeaders